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Topics of MB-230: Microsoft Dynamics 365 Customer Service Exam

Candidates must know the exam topics before they start of preparation.because it will really help them in hitting the core.Our Microsoft MB-230 exam dumps will include the following topics:

1. Perform configuration (25-30%)

Configure Service Management settings

  • Configure customer service security roles
  • Configure customer service schedule
  • Configure queues
  • Configure goal management components
  • Configure holiday schedule
  • Configure services
  • Create routing rules
  • Describe process of record creation and update rules
  • Configure cases

Configure processes

  • Implement business process flows from Microsoft AppSource
  • Configure custom business process flows

Create and configure customer service visualizations

  • Configure customer service dashboards
  • Execute and analyze customer service reports
  • Configure customer service content pack for Power BI
  • Design and create customer service charts

2. Manage cases and the knowledge base (30-35%)

Create and manage cases

  • Configure status reason transitions
  • Implement parent/child cases
  • Convert activities to cases
  • Merge cases
  • Manage case list
  • Perform case resolution

Create and manage the knowledge base

  • Search for articles
  • Configure entities for knowledge management
  • Create and manage knowledge base article lifecycle
  • Create and manage knowledge base articles

3. Manage queues, entitlements, and SLAs (25-30%)

Create and manage queues

  • Differentiate queue types
  • Implement case routing
  • Configure record creation and update rules

Create and manage entitlements

  • Assign an entitlement to a case
  • Manage entitlement templates
  • Activate and deactivate entitlements
  • Renew or cancel an entitlement
  • Define and create entitlements

Create and manage SLAs

  • Create and manage SLA items
  • Manage cases with SLAs
  • Define and create SLAs
  • Use SLAs on-demand
  • Implement actions and details

4. Configure voice of the customer (15-20%)

Create surveys

  • Configure survey unsubscription options
  • Configure response routing
  • Create a theme and upload images
  • Add survey questions
  • Identify respondent types
  • Add pages to a survey and personalize data
  • Identify survey question types

Preview, test, and publish surveys

  • Clone, import, and translate surveys
  • Distribute survey link using email
  • Embed a survey in a web page

Manage survey responses

  • Create business actions based upon survey responses
  • Implement workflow conditional logic for survey actions
  • Determine report types
  • Summarize survey results

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The Microsoft MB-230 exam consists of multiple-choice questions, and the duration of the exam is 180 minutes. The exam covers several topics, including configuring customer service, managing cases and the knowledge base, designing and implementing service management processes, and integrating Dynamics 365 with external systems.

Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q19-Q24):

You are creating a survey using Voice of the Customer.
You need to embed the survey into a website and make it available to your customer.
What should you do?

  • A. Create your Dynamics 365 portal. Display the Voice of the Customer page from within the main website page.
  • B. Create the website. Add the URL to the Dynamics 365 site in your website.
  • C. Create an iFrame URL. Copy the HTML code to an iFrame in your website.
  • D. Add the iFrame URL to your website.
  • E. Create a webpage on the website. Add the URL to link the Voice of the Customer

Answer: C


A company uses Dynamics 365 for Customer Service.
You need to document the case resolution process.
How are each of the cases resolved? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.





You are a Dynamics 365 for Customer Service administrator.
Your company requires a new phone-to-case business process flow for customer service representatives to follow.
The stages are as follows:
* Verification
* Acknowledgement and research
* Resolution
Customer service representatives must send an email to the customer when a case enters the acknowledgement-and-research stage.
You need to create the required business process flow and components.
Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.





You assign a case to a user named User A.
User A is not available to work on the case. The customer service manager moves the case to the queue for User B .
Which of the following statements is true?

  • A. User A still owns the case, but the case is located in the queue for UserB .
  • B. The case is not moved to the queue for User B until User A approves the move.
  • C. User B now owns the case.
  • D. The customer service manager now owns the case.

Answer: B

You have access to the desktop version of Microsoft Excel and Excel Online.
You need to perform a bulk update of data for 225 contacts.
What are two ways to achieve the goal? Each correct answer presents a complete solution.

  • A. Open the data in Excel Online, make updates, and then save changes to Microsoft Dynamics
  • B. Export the data as a static worksheet make updates, and then save changes to Microsoft Dynamics 365.
  • C. Export the data as a static worksheet, make updates, and then import the data back into Microsoft Dynamics 365.
  • D. Export data as a dynamic pivot table, make updates, and then save changes to Microsoft Dynamics 365.

Answer: A,C


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